We scheduled a service appointment for an assessment/inspection of our air conditioning unit to…read morediagnose an issue and determine whether repairs were needed. During the visit, the technician performed repair work, including replacing wiring on the unit. No member of my household authorized repairs, approved an estimate, signed a work order, authorization form, or invoice. We were subsequently charged and required to pay immediately.
Following the service call, we never received an invoice or documentation supporting the charges. I contacted the company multiple times requesting an invoice and to speak with management. My first two attempts were unsuccessful. It was not until I informed the receptionist that I intended to file a complaint, that management finally returned my call.
I requested that management contact me directly, as I was handling the matter. Instead, Daniel Neubaue, contacted my husband, who then had me speak with them. During that conversation, management did not provide a name to me, which I now know is Daniel Neubaue, and stated that repairs had been made, which was the reason for the charge.
Throughout the conversation, the Daniel Neubaue was rude, dismissive, and repeatedly interrupted me. Rather than addressing my concerns regarding the lack of authorization, he repeatedly attempted to justify the charges by stating that repairs had been completed. I acknowledge that I raised my voice out of frustration, from Daniel Neubaue continuously interrupting me. Only to then be told that I was the one not acting appropriately. I explained that I had not used vulgar language, was not being condescending, and had repeatedly asked him to stop interrupting me.
There was no acknowledgment from Daniel Neubaue that performing and charging for repairs without authorization was improper. When I expressed concern that failing to provide an invoice was unethical, the manager argued with me rather than addressing the issue.
I informed Daniel Neubaue that I have video footage of the interaction between my husband and the technician, which shows that no authorization was signed or verbally provided for repairs to be performed. Daniel Neubaue stated that the company would issue a refund and send someone to retrieve the materials that had been installed.
Due to Daniel Neubaue's constant interruption, dismissive and unprofessional conduct, it became impossible to have a productive discussion. I did not feel comfortable continuing the conversation. I informed him that I would be filing a complaint with the Wisconsin Department of Agriculture, Trade and Consumer Protection (DATCP) and ended the call. I still have not received any invoice, work order, estimate, or other documentation related to the service call. ***Update: Following up on my call, my husband contacted them again regarding our missing documentation. Only then was it discovered that the receptionist had misspelled our email address. This mistake occurred despite me verifying our email address on roughly four separate occasions.**
Wisconsin consumer guidance states that businesses may not charge for unauthorized goods or services under Wis. Stat. § 100.195
Update: Black-Haak has made zero effort to resolve this issue, which stems far more from management than the technician. Once again, they are completely ignoring customer complaints. I have received no response to any of my reviews across multiple platforms, and management continues to ignore inquiries from both the WI DATCP and the Better Business Bureau. As a fellow veteran, I expected far better decorum and integrity from a veteran-owned business. The way management handles customer grievances is utterly unacceptable.
